How do I troubleshoot a Bespoke case, request pricing, and get support?
Most Bespoke issues are preventable at a checkpoint. This article covers what to do when something is not right, and how to reach the people who can fix it.
Troubleshooting guide
| Symptom | Common cause | What to do |
|---|---|---|
| Shade does not match the patient's expectation | Stump shade recorded instead of final shade, no shade tab in the photo, or poor lighting | Re-record with a shade tab in frame under good light and resubmit; raise it at the shade checkpoint, not after delivery |
| Shape is not what the patient described | Model name selected without a supporting reference image | Send patient or reference photographs; request a design review at the tooth shape checkpoint |
| Texture reads too smooth or too aggressive | Texture level chosen without seeing comparison photography | Review the side-by-side examples on the product page, then request adjustment at the texture checkpoint |
| Gingival hue clashes with the patient's tissue | Hue selected without matching to adjacent or existing tissue | Send an intraoral photo of the surrounding tissue and request a hue change at the shade checkpoint |
| Prosthesis does not seat passively | Cumulative record, scan, mill, or sinter discrepancies | Verify with a try-in before final fabrication; discuss adding Passivity Plus to the case |
| Case is running longer than expected | Checkpoint approvals pending on the doctor side | Check for outstanding approval requests; the case pauses at each checkpoint until you respond |
| Uncertain which material fits the case | Vertical space or implant platform not confirmed | Confirm vertical space and MUA compatibility, then discuss with your Bespoke technician |
| Patient reports hygiene difficulty after delivery | Gingival texture or transition design more complex than home care allows | Review hygiene instruction; discuss design alternatives with ROE for future cases |
Prevention beats correction
The three approval checkpoints exist so that a mismatch is caught while it is still inexpensive to fix. Two habits materially reduce remakes:
- Send photographs with every Bespoke Rx. A reference image resolves ambiguity that a shape name cannot.
- Take the optional online meeting on any case with unusual esthetic demands, and on your first Bespoke case regardless.
Requesting pricing
Bespoke pricing is provided directly by ROE. Use the Pricing Request page to select the product family and instantly receive the current fee schedule, or contact customer service at (216) 663-2233 or info@roedentallab.com.
The fee you charge the patient is set by your practice and varies with case-specific factors. Note that expedite service carries additional fees, and ROE applies a 1.5% monthly (18% annual) finance charge to balances outstanding over 30 days.
Submitting a case
| Route | Where |
|---|---|
| Bespoke Rx (recommended) | https://www.roedentallab.com/products/bespoke/submit-rx |
| Online case portal | https://roedental.rxupload.com |
| Direct from your scanner | Search for ROE Dental Lab in your IOS portal |
| Physical models | Print your Rx, include it with the case, and ship free via https://www.roedentallab.com/collaboration/ups-label-and-case-pick-up |
Getting support
| Need | Contact |
|---|---|
| Case or technical discussion | Your dedicated Technical Support Specialist (TSS) |
| Account, pricing, orders, shipping | Customer service, (216) 663-2233 or (800) 228-6663 |
| Live support during a procedure | Chairside Support |
| Shade matching assistance | Shade-in-Lab Service |
| Design consultation | Book a Bespoke meeting |
| Delivery timing | Case Delivery Calculator |
Every ROE client is assigned a dedicated technical and case support team that learns your preferences and quality-checks every order before it leaves the lab. ROE's team includes more than 20 Certified Dental Technicians available for case planning on routine and complex cases. Support is reachable by phone, email, online chat, text message, and online Q&A.
Additional Resources
For more information concerning the digital dentures:
Contact Information
For help with a digital denture solution for your next case, contact ROE Dental Laboratory:
- Phone: (216) 663-2233
- Email: info@roedentallab.com